Technical Support Specialist

hace 2 semanas

San José, San José, Costa Rica Infinite Computer Solutions A tiempo completo

Incident Manager – Job Description

About the Role:

As a Client Tech Support – L2, you will troubleshoot and resolve complex technical issues for internal and external customers via phone and online channels. Issues may involve code defects, configurations, networking, platform or hardware setup, performance, or other system-operation challenges. You will resolve problems through configuration or data changes, guided troubleshooting, or by escalating cases per established procedures. You will maintain clear, updated case notes throughout the process.

This role includes participating in a 24/7 on-call rotation and communicating customer status, concerns, and escalations to the appropriate internal teams.

Basic Qualifications:

  • +2 years in Client Support Roles.
  • Web Tier: SSL certificates, web browsers and navigation.
  • Application Tier: Windows Server applications.
  • Data Tier: Microsoft SQL Server databases & queries.
  • Infrastructure: Windows Server administration, Active Directory, using, altering and deciphering scripts (PowerShell), networking basics troubleshooting.

Soft Skills:

  • Able to work independently and as part of a broadly skilled team, taking ownership of your own backlog.
  • Able to adapt and prioritize tasks as they come along in a high volume queue, giving priority according to the impact of the situation.
  • Able to clearly communicate action plans, work performed, case details to a customer by phone in a positive manner.

Nice-to-Have:

  • Familiarity or expertise with three or more of the following areas is required (additional familiarity is preferable): XML syntax, ACH file format, .Net.
  • Good understanding of ITIL framework and service delivery.
  • Financial applications experience

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